ComplaintsforAll-Terrain Medical & Mobility LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a scooter based on their description saying that it was an all terrain scooter. As I needed a scooter that was compact as well as having the ability to be used outside in different conditions, weather and terrain, I trusted their description and purchased it. I received it December 30th and had problems right out of the box. I had to wait until the 2nd of January for the factory rep to call me to troubleshoot and that is when I was told that this scooter was ******* the very opposite of all terrain. He said that it could handle a well manicured lawn but that is about it and not to get the underneath wet!!! I then went back to All-Terrain medical asking to return it as I have no use for a scooter that can not be used as described. I was then told that I would have to pay a restocking fee and return shipping. I made my purchase based on how they described it so how can this be my error. I still have not used the machine. I also purchased arm rests that are still in the packaging since I can not use the scooter. All I was asking is for a return.

  

  Business response

  01/31/2024

  Here is our reply to the customer and our offer to her. We had not heard back on what she would like to do. Our offer stands.

  Hi *********,
   
  I am so very sorry that scooter is not what you expected. The Teqno can handle rough terrain, but only up to 2.5", as it is said in its description.
  This scooter is not meant to be used on hikes or in wet weather, as it contains a battery and electric wiring. The driving range is measured under optimal conditions such as
   
  70 degrees F of temperature
  No friction
  User weight
  Incline when driven
  No stopping/ starting along the way 
  Amusement parks require bigger capacity batteries of at least 18Ah per EV Rider, which is almost double the Ah capacity of the battery in the ***** scooter, but with a larger battery you
  wouldn't be able to take it on an airline  due to FAA and DOT regulations.
   
  All-Terrain Medical & Mobility sells over **** products, but not all of the products we sell are All-Terrain products. I hope this was not misunderstood in this case.
  
  We are bound by what our manufacturer's return policy allows us, and after we explained your case to EV Rider, they said today they would waive the restocking fee, but not the shipping cost (which was $288.73 
  one way from EV Rider to you) and it might be higher if you have to ship it back to them since they get volume discounts. It would not make financial sense to ship the scooter back and take such a loss. 
  Here is the breakdown without the restocking fee, but higher than expected shipping cost as verified by EV Rider.
   
  $3,091.00 paid
  No restocking fee, waived by EV Rider
  - $288.73   shipping cost to you
  - $300.00 approx shipping cost back to EV Rider, organized by you. (EV Rider won't ship it back on their account, since they are not responsible if the scooter arrives damaged)
  Approximate refund  $2,502.27
  
  Also, the risk of the scooter getting damaged on the way back to EV Rider is a possibility. EV Rider would then deduct any color touch up or repair from a refund if it is not in new condition and they are very specific and
  record videos of how products are received back.
  
  If you decide to keep the scooter and to show our good-will, we are willing to offer you a $250.00 refund, and you can still try and sell the scooter with a higher return.  
  
  Please let me know if that would be acceptable to you.
  
  
  
  Kind Regards,

  Birgit

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This s a cheating company. It warned me never purchase anything from a small company like this again. they are great when you trying to purchase the products, but if there is issues on the car, they just always try to avoid the responsibility. They said 5 years warranty, but if anything happen to the products, they will give you all different excuses neither to fix it or refund it. Terrible company,I prefer to donate the money but give them for free. Hopefully there are departments can charge them, I'll consult with lawyer as well. At the beginning, they tried to charge more for the shipping even it says free shipping on the website. And I refused to pay more for shipping, they delayed my oder like 2-3 month for delivery. After about 3 month, the car dead, there were smells when we tried to charge the car the last time, and the car stops working. we emailed the only CEO and customer representative Birgit,(they only way to contact them,Only one employee in this company), but no response in a month. So we tried to get a 3rd party charger to charge the car, but the charger doesn't match, the car still no response. After like long time, Birgit emailed me back said she missed the email, and let ****** (shipper) to mail me a new charger. But the new charger still doesn't work, not the charger issue. And then they said they will find someone to come our house to check and fix the car. However, after 3 month, still no one comes. Every time we emailed them they had terrible attitude and refuse to refund or just say wait longer, they are working on it. Now they just said it's because we used the 3rd party charger, so the car dead, they don't provide 5 years warranty anymore. Which is just ridiculous. I need BBB to help get my refund and expose this terrible company, don't let others got cheated anymore. I can't imagine if other people have severe disease to get involve in these terrible issues. I already waste one year to deal with them.

  

  Business response

  01/11/2022

  Hello ***, 

  I am sorry to see your horrendous review on our company. Allow me to set the record straight. Your scooter was purchased in April of last year 2021 (not a year ago, as you state here in your complain). It is now January of 2022.

  It starting off with you not informing us that we might get an issue with the delivery, since you live on top of a mountain, to which freight forwarders would have issues delivering to. LTL shipment. You insisted this should be no problem. Well it was, and the forwarder involved returned the scooter back to the distributors location for it being non-deliverable. We did not make that decision. This is a large scooter and the delivery alone was over $500.00, which our distributor paid twice, no questions asked, to get it delivered to you.

  Months after the purchase was made and delivered, we received an email from you for the scooter not being able to charge. You missed to inform us that you had already bought AND attached a 3rd party charger from Amazon, non compatible, claiming that the original provided did not work. This sometimes does happen, but it would have been best to ask for a new charger from us. We could have send a new and compatible charger right away and there would have been an issue. By attaching a third party charger, your husband voided the warranty for the scooter and we advised you of it.

  After knowing this, we still didn't stop but kept trying to help. ******, our distributor sent out a new and compatible charger, despite being afraid that your Amazon/ non-compatible charger might have fried the motherboard of the scooter already. You tried the new and compatible charger, months went by and we thought it might have worked, when we received another email asking for you to receive a full refund for the scooter now, since the new charger did not do the magic we were hoping it would. 

  Since then, we are trying to get a tech out to you to look at the scooter, but CA labor is difficult to find lately and your remote location, again, seems to cause an issue for us to do so. This delay now caused you to file your official complaint about us with the BBB. 

  As said before, ****** will keep trying to locate a technician. We will advise you once we have found one to come look at the scooter. Until then, we have to be patient, as said beforehand in my email to you, See below.

  Kind Regards,

  Birgit

   

  ==============================================================

  Here is what I had emailed the customer Thu, Jan 6, 6:06 PM (5 days ago) ,after she repeatedly requested a full refund, which we are unable to pay out due to her voiding the scooters warranty:

   

  Hi ******, 
  
  
  Please advise *** on the status of your tech search. 
  
  
  
  Hi ***, 
  
  
  The scooter will not be refunded. You purchased the scooter in April of 2021 and advised months later only that you had a problem charging it. Instead of informing us when the issue occurred, we would have been able to send you a new and compatible charger, your husband from another company online that was most likely non-compatible. This non-compatible/ 3rd party charger might have caused the issues you are experiencing. Regardless, if it did or not, by your husband admitting to ****** and myself over the phone when we talked last Fall, that  he did  plug in a 3rd party charger and by doing so, he inadvertently voided the warranty for your scooter. 
  
  
  You are not being ignored. First, ****** sent you the compatible charger and we did not hear back from you for a while after that. All we know is that the scooter is driving, but too slow and we don't know how slow it is. 
  
  
  Despite all the above, ****** is still looking for someone to look at your scooter. He has no legal obligation to do so, once the warranty was voided. 
  You will have to wait till someone can be found. Labor in ********** is very hard to find at this time, as you must know. 
  
  
  We are not giving up but it takes time.
  
  
  
  Kind Regards,

  Birgit

  Customer response

  01/17/2022

   
  Complaint: 16438258
  
  I am rejecting this response because:

  They never resolve the issues. They just had one person reach out to me over email every time. No one tried to resolve the issue, just gave excuses and pretending asking some questions, and then disappeared. Wasted my time and nothing been resolved. I still ****'t use my pretty new cargo truck (only a few month new. totally use time probably 2 months) that I spent over $3000 on it. Now it's a trash. Unbelievable!

  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩